Webhelp UK Rothesay and Macmillan team up to create on-site info hub

Customer experience professionals at Webhelp UKÂ’s Rothesay site have teamed up with Macmillan to provide information for those affected by cancer.

Webhelp Engagement AmbassadorÂ’s Peter Cummiskey and Ryan Aird organised the information hub as they thoughtfully wanted to ensure colleagues had access to sufficient information on cancer and the affects it can have.

The hub coincides with the launch of the Macmillan Cancer Information and Support Service based in Rothesay Library, taking place on Friday 29 August, and which Peter and Ryan are invited to attend.

Ryan said: “It’s fantastic to be invited to the Macmillan opening event, it shows that the efforts made by Rothesay and other Webhelp sites is very much appreciated.”

The information station on the Webhelp site provides a wealth of material for those who are going through their own battle with cancer or has a loved one who is.

Macmillan believes that no one should face cancer alone. Conscious of how a cancer diagnosis can affect a person and those around them, Macmillan provides a wide range of help from money worries to advice about work, to someone whoÂ’ll listen if you just want to talk.

Webhelp UK chose Macmillan as its charity partner for 2014 in January. Since the beginning of the year, Webhelp teams across the UK have undertaken fundraising activities to meet their target of raising £23,500 for the charity. Webhelp UK's Peter Cumminskey and Ryan Aird

Commenting on the initiative, Peter said:

“Our information centre has proven to be effective already, with some agents browsing some of the material on offer, or asked about getting additional information. Anything that isn’t readily available on site can be accessed at the library’s drop in centre, or can be requested by Ryan or myself for our station on your behalf.

Peter and Ryan met with MacmillanÂ’s area representative, Deirdre Henderson, who was very impressed with RothesayÂ’s efforts, and indeed the work Webhelp has undertaken to date. Deirdre said:

“Our partnership with Webhelp has been fantastic so far and we are looking forward to seeing what else the teams come up with over the second half of the year!

“This is an excellent initiative undertaken by Peter and Ryan and really compliments the work we are doing within the wider Rothesay community.”


Big Data: Personalisation for Profit

McKinsey estimates that a retailer using big data to the full has the potential to increase its operating margin by more than 60%.

In previous blog posts and articles, we have discussed the three steps involved in maximising the advantage created by big data analytics in customer experience management. The first two - capturing customer data and predicting customer behaviour have already been highlighted. The next, and very important, step is to act upon customer data at every touch point, across all contact channels.

  • Work out, for example, the best upsell offer to present to a client. This can be done with some basic maths. The simple way is to multiply potential revenue by propensity to buy, again explained in this white paper.
  • Real time decision making. The ability to change course during the interaction based on new information from the customer. With the advantage of a decision making engine helping tailor offers to customers both online and off, the resulting customer experience is more personal and profitable.
  • Closing the loop - monitoring performance. Even the smartest decision making engines can predict behaviour based on behaviour patterns. Be aware of circumstances, any changes that may affect your customers’ behaviour. These changes could be internal - unhelpful information on your website, or external - a new compelling offer from a competitor.
  • Closing the loop - voice of the customer. The use of analytics allows us to hear the voice of the customer and respond to it. From sentiment to satisfaction, we have the information that helps us understand the nature of every interaction and whether or not they meet business as well as customer standards. The important aspect is to remember to act upon the information, improving every customer interaction that occurs.

Big data has the power to transform businesses, to bring together technology, customer management and marketing departments in creating personal, relevant and real-time customer relationships. To deliver on this promise, there also needs to be a company-wide commitment to use the intelligence big data analytics delivers to drive customer-focused change.

 


Interpreting big data: improving profitability & customer retention

Helen Murray, Chief Customer Solutions Officer for leading customer engagement provider, Webhelp UK, argues analysing Big Data needn’t be as complex or costly as it might appear…

Big Data can be perplexing to the un-initiated, often leaving businesses unsure of where to start. But processing large volumes of data is not a new idea. What’s more, it doesn’t necessarily require huge investment in analytical tools and the latest software.

The core principles of interpreting Big Data are much the same as the data science that’s been taught in our universities for more than 40 years. In a commercial context, simply spotting changes in customer behaviour and deploying a consistent set of actions to pre-empt their needs is often all that’s needed.

One of the first applications of simple data analysis is to understand where value comes from in a business’ client base; which customers make them money, and which ones cost them money. Creating a separate ‘playpen’ database where data can be experimented with, in safety and away from the operational database is a relatively easy first step. High level product and service decisions can be then taken from this insight playpen.

Here businesses can analyse customer demographics, understand how they use products or services, how long they’ve had them, and how much they demand in terms of interaction time and ultimately how much this costs. With new tools available to analyse speech and text, it is now far easier to add contact data into the mix, and uncover the true customer experience, problems and needs.

The main challenge is often in collating the data into one reliable resource, which can take a considerable amount of time and resources. And with customers now using a multitude of channels from social media to mobile to interact with companies, this challenge is significantly increased.

Sophisticated analytic tools can be valuable in rationalising these different data sources, but they are not without their costs. For smaller businesses without the necessary budget to invest in their Big Data strategies to this level, the main focus must be on ensuring that the data they capture is targeted against their key business issues (identified from the playpen), and regularly updated each time they have a new interaction with a customer.

Once data has been gathered, there are a number of relatively simple ways to start making analytics actionable. Identifying changing customer circumstances and preferences is a good place to start. If they begin to reduce their spending, it’s likely they are facing economic pressure to reduce their outgoings – so why not offer to move them to a less expensive product or service?

Acting on these changes can also be relatively straightforward with the application of simple maths. If, based on previous interactions, a business predicts customer A, for example, has a 10% propensity to react positively to an offer valued at £40 (£40 x 0.1 = £4) and a 5% propensity to react positively to an offer at £100 (£100 x 0.05 = £5), the second offer has a higher expected value for the business and the customer.

Investing in a decision making engine to streamline this process can prove valuable when the number of actions or offers for a customer exceeds 20 to 30, but for smaller numbers the same effect can be achieved by effectively managing data, and putting in place basic structures to score each customer action and analyse it on a regular basis.

There’s a lot of hype around Big Data, but it shouldn’t put off any business looking to improve the profitability and efficiency of its interactions with customers. As we explained in our recent whitepaper, Big Data: Now it’s personal by putting in place some simple measures to improve its collection and analysis, it can yield impressive results in improving profitability and customer retention for companies, whether they have millions to invest in software and CRM resources, or not.

Get in touch with Helen on LinkedIn with your comments or questions.


Webhelp UK team scores with Bairns visit

Team members at customer experience management company Webhelp UK’s Larbert site received a visit from the Falkirk FC squad this week, to mark the start of Webhelp’s sponsorship of the club. 

Players from the Scottish Championship side popped in to share their motivational secrets with the Webhelp team, and even challenged those brave enough to take them on at keepy uppy. 

Decked in the Bairns’ trademark blue and white scarves, the Webhelp team posed for photographs with players; Alex Cooper, Olu Durojaiye and Will Vaulks, to mark the beginning of Webhelp UK’s sponsorship of Falkirk FC’s home and away kits for the 2014/2015 season. 

With close to 900 team members in Larbert, Webhelp UK is a significant employer in the Falkirk area and is keen to support the local community around its site, many of whom follow the club.  

Part of the international Webhelp Group, Webhelp UK operates from ten sites across the UK to provide multi-channel customer experience solutions to a range of international brands across multiple sectors. 

Kieran Koszary, Business Development Manager at Falkirk Football Club said:

 “The team got a great reception from the people at Webhelp and thoroughly enjoyed the visit – some of them were even put through their paces!

“Webhelp has been a key provider of local jobs for more than ten years and Falkirk FC is very pleased to be working with them this season.”

Head of Recruitment at Webhelp UK, Allison Hill, commented on the visit. Allison said:

“Webhelp was very pleased to welcome Falkirk FC to our Larbert site. The visit created a real buzz among the teams and the atmosphere since has been fantastic. 

“Falkirk FC is a club with an excellent history and one which means so much to the people of the Falkirk area. I know a lot of our employees and their families will be attending the club’s games throughout the season and we wish them all the very best.”

Image credit: falkirkfc.co.uk


Webhelp’s Derby site raises money and understanding during Ramadan

Customer experience professionals from Webhelp UK in Derby have raised £1700 for the Al Falah Trust.

Webhelp Engagement Ambassadors organised a day of raising awareness and fundraising, all in the name of a good cause.

The Al Falah Trust is a charity which supports education in Pakistan, providing free schooling and learning materials for orphaned children.

Alongside fundraising for a very worthwhile cause, the event helped raise awareness and understanding of Ramadan among colleagues within Webhelp Derby, explaining key facts and the reasoning behind the practice.

To raise money, the Ambassadors sold homemade samosas, kebabs and cakes. Henna painting was also on offer and all Webhelp colleagues were invited to dress down for the day.

Heading up a ten strong team of Ambassadors, Shahzad Nabi, a Webhelp Business Trainer, was responsible for overseeing the co-ordination of the day. Shahzad is a trustee of the Al Falah Trust and travelled to Pakistan five years ago to help with the building of one of the Trust’s schools.

Commenting on the success of the day, Shahzad said:

“We are so pleased with the achievement of our event; the understanding from colleagues and the generous amount of money we raised. We managed to exceed last year’s total by over £200 and got some excellent feedback from the rest of the Derby team.

“Al Falah is a fantastic charity that is doing great work for children in Pakistan and it was lovely to have an opportunity to demonstrate this and contribute to its on-going work.”


Glasgow’s language advantage

David has previously discussed the significance of language capability in operational consolidation strategies. Evaluating language needs based on demand and scalability helps organisations with an international customer base gain the first foothold towards delivering exceptional customer experience. A simple matrix depicting language requirements helps decide where optimum locations will be, as explained in this paper. Generally, you’re looking for a city with a large multinational population, a majority of which are young, driven fresh graduates ready to make an impression in professional services.

Glasgow, for example, has a population of just over half a million – around 11% of the Scottish total. Its three universities – Glasgow, Strathclyde and Caledonian – generate a wealth of language skills and attract foreign students keen to work in the BPO industry both during and after their studies. The city, largest in Scotland, has 190,000 foreign nationals in residence with valuable language skills and its universities create 3,200 language graduates a year.

Through our own operations in the heart of Glasgow, we have realised the city’s potential to become a leading language centre in global customer experience management for small to medium scale projects. The recent exposure gained as host city of the 2014 Commonwealth Games has brought Glasgow back into the global spotlight as a social, educational and business hub. And last but not least, we know how important people are in the customer experience industry, and it is no coincidence that People Make Glasgow!

Get in touch on LinkedIn if you want to discuss Glasgow’s global opportunity further.


Friends and families join in Webhelp fun day

Webhelp hosted a family fun day at its Kilmarnock site for team members, their friends and family. 

The event included a hog roast, face painting, home baking and locally made arts and crafts. There was also a bouncy castle, an inflatable adventure run and the opportunity to have photographs taken with some feathered friends thanks to representatives from local entertainment company, Owl Magic.

The day was organised by the customer experience firm's Eventfull Committee who organise and facilitate employee and community engagement events. The Kilmarnock Eventfull Committee is made up of ten Webhelp professionals who organise a variety of initiatives and activities for team members throughout the year.

Cherie Templeton, an Eventfull Committee member and Team Leader at Webhelp UK, helped organise the day. Cherie said:

“The Eventfull Committee had a lot of fun organising the day and we were so pleased it was a success. We had great feedback from everyone who came along and all those who contributed. 

“None of this would be possible without enthusiastic team members and support from senior management and we are very grateful to have both behind us with this initiative.”

Commenting on the day, Jacqueline Cowan, Head of Service at Webhelp said:

“The Eventfull Day at the Kilmarnock site not only showcased the talent we have here at Webhelp but the spirit among our staff and the relationship we have with the Kilmarnock community. 

“We look forward to furthering our engagement with Kilmarnock and continuing to provide a friendly and enjoyable place to work.”


Webhelp UK shortlisted for three top industry awards

Webhelp UK has been has been shortlisted for three top industry awards at the CCA Excellence Awards, due to be announced in November.

With Webhelp’s Rothesay site shortlisted for Best Outsourcing Partnership and Best Customer Experience Centre of the Year, and a member of Webhelp’s Derby team shortlisted for Professional of the Year, Webhelp has fought off stiff competition to secure recognition.

The CCA Excellence Awards are decided by a highly experienced judging panel with a wide range of contact centre and customer service experience. Their wealth of knowledge spans a variety of sectors and its peer-review process is held in high regard throughout the industry.

Winning the judges over with its customer centric culture, Webhelp displayed its efforts to lead the way in customer satisfaction and employee engagement. 

Webhelp employs a number of innovative systems and strategies as well as running a thorough development program for its customer experience professionals.

Nominated for Professional of the Year; Team Leader, Ross Cumberlidge was shortlisted for his ability to find effective and innovative solutions. A true team player, Ross is an engaging leader, dedicated to his role with excellent management qualities.

Sales & Marketing Director at Webhelp UK, Mike Purvis, said: 

“To hear the feedback from the CCA judging panel was fantastic.  They are extremely impressed with our Discovery methodology and how Rothesay has applied this to reduce client loss with Office Depot by 52%. 

“It is fantastic to see Ross being recognised as he played a huge part in delivering improvements and results within his business area. His passion for his role has led him to become a very motivated and engaging leader.

“This clearly recognises that you can only deliver great customer experience through great people and a relentless focus on continuous improvement driven by analytics.”


Webhelp UK gets ready to welcome The Recruit

The Recruit is a highly innovative and unique learning project developed by Inverclyde Council. Based on a similar premise to the popular television series ‘The Apprentice’, 35 students from Inverclyde compete for the chance to win a position with various companies including Webhelp UK.

Aside from providing a fantastic career opportunity, The Recruit aims to enhance the employment prospects of all participants by helping them develop skills necessary to succeed in business. 

Following a tough recruitment process, the successful candidates undertake tasks and corporate challenges which focus on developing their potential, confidence building, enhancing their employability skills, raising their awareness of business opportunities and expectations. In total, each student commits a minimum of 400 hours of their own time to the project, equating to around 10 working weeks.

Webhelp’s Corporate Challenge day took place on Wednesday 6 August where 35 Recruit students attended a specialist training centre for a 360 degree look into the customer experience company. The students were trained as engineers and sales agents for one of Webhelp’s leading telecoms client partners.

The students were also given a presentation on Webhelp UK and a tour of the customer experience management specialists’ Pacific Quay site in Glasgow. The students not only gained insight into the Webhelp approach towards excellence in customer experience management but also went away with goody bags and ambitions to win the challenge. The Recruit finale will take place on 15 August.

Student, Lauren Nisbet said; “It was a great day and really different from what I was expecting”.

Webhelp’s involvement in The Recruit project is co-ordinated by Webhelp UK’s Operations Manager, David Cooper and Process & Knowledge Manager, Suzanne Nichol.

Suzanne said: “It’s fantastic to be part of this initiative. To be able to help young people gain work and life experience they would not perhaps be able to acquire, had it not been for The Recruit and Webhelp. To be able to provide the opportunities for young people to grow as individuals and then see how far they develop when employed with Webhelp, and additionally watch them challenge themselves even further, brings a great sense of achievement for all of us at Webhelp supporting the project.”

News on last year’s The Recruit.